Retail consumers demand personalized and streamlined omnichannel experiences with mobile apps taking center stage
Results from a consumer survey of 415 diverse US consumers, uncovering shoppers’ key motivations and expectations along the path to purchase.
A detailed assessment of the retail experience for 10 leading brands across seven essential criteria: relationship-building, search, shop, cart, buy, fulfillment and returns.
Recommendations for retailers to improve their shopping customer experience to meet – and exceed – customer expectations moving forward.
Melissa Minkow,
Director of Retail Strategy at CI&T and co-author of our Connected Retail Report